Customer Success Manager

About the job

The Role

As a Customer Success Manager, the job is simple to state and hard to execute: get customers sending direct mail, fast, and keep finding new ways to help them grow their program and see real results. This role owns the full post-sale journey (onboarding, activation, and growth) for a book of business, removing the technical and organizational blockers that keep a customer from mailing and building the habits that keep them engaged and consistently seeing value.

Turn every new customer into an active, growing user of LettrLabs, someone who's consistently mailing and seeing real results. Every customer who signs with LettrLabs has committed to a monthly direct mail budget, and the job is to get them live as quickly as possible, keep them consistently active, and help them grow their campaigns. Success is measured in activation, usage, and speed to first value, not just relationship health.

Why Join Us

Success in This Role Looks Like:

• Usage: Keep the managed group of customers highly utilized, meaning a high percentage are actively using the product (sending direct mail) in any given month.
• Expansion: Help a growing share of customers expand their program over time, so usage and results grow well beyond where they started.
• Time to Value: Minimize the time from signature to live, tracked against three milestones: integration setup, automated campaign setup, and first direct mail sent.
• Advocacy: Build customer champions willing to provide references and feedback as accounts see measurable ROI.

What You Will Own

Drive Activation & Usage

• Monitor engagement across the portfolio against a utilization goal; proactively identify dormant or at-risk accounts and re-engage them before they go inactive.
• Own the levers that drive sending: automations, audience/list setup, tracking, and suppression, and make sure customers are actually using them.
• Diagnose why an account isn't mailing (technical, workflow, or buy-in issues) and clear the path to get them sending again.

Accelerate Time to Value

• Own onboarding execution against the three core milestones: integration setup, automated campaign setup, and first direct mail send.
• Build and continuously improve repeatable onboarding playbooks, and hold customers accountable to a clear, mutually agreed launch timeline.
• Identify and resolve technical or process blockers (data feeds, integrations, creative approvals) that delay a customer's start.

Expand Usage & Impact

• Help customers scale send volume beyond their contracted monthly commitment through expanded use cases, list growth, and increased campaign cadence.
• Partner with Sales to spot and act on upsell and cross-sell opportunities as soon as usage trends signal a customer is ready to expand.
• Track book-of-business performance against contracted value and flag underperforming accounts early, with a plan to close the gap.

Manage Account Health & Risk

• Maintain a structured, usage-based health scoring system, rooted in activation, expansion signals, and milestone completion, to catch at-risk accounts before they churn.
• Build and maintain account-specific success plans tied directly to activation, expansion, and time-to-value targets, and evolve them as customer priorities shift.
• Escalate systemic or recurring blockers to product, ops, and data teams, and drive them to resolution.

Cross-Functional Execution

• Coordinate across product, design, ops, and data teams to remove technical or workflow barriers standing between a customer and their next send.
• Communicate clearly and tactfully across internal and customer stakeholders, prioritizing competing demands without losing sight of the activation goal.

Leverage AI & Operational Tools

• Use Claude and other AI tools daily to work faster: surfacing usage trends, drafting customer communications, and generating reports.
• Bring a work smarter, not harder mindset to onboarding, account management, and reporting workflows.

What You Bring

Ideal Candidate Profile

• 5-8 years in Customer Success, Onboarding, or Account Management with full life-cycle ownership (onboarding, activation, renewals).
• A track record of hitting usage, adoption, or activation-style metrics, not just relationship or satisfaction scores.
• Proven ability to run onboarding with urgency: setting timelines, holding customers accountable, and unblocking technical issues without waiting on someone else.
• High emotional intelligence with excellent interpersonal and communication skills across stakeholder levels.
• Familiarity with marketing automation or SaaS platforms.
• Proven ability to prioritize, manage deadlines, and push back with professionalism.
• Comfortable navigating ambiguity and change in a startup environment.
• Resilient, action-oriented, and thrives under pressure.

Technical & Systems Expertise

• Working knowledge of system integrations, including Zapier, webhooks, and cross-platform workflows.
• Proficient or expert-level in Google Workspace tools (Docs, Sheets, Slides), including manipulating large datasets and generating dashboards/pivot tables.
• Understands how data flows through CRMs like HubSpot and Salesforce, and can operate within those systems.
• Comfortable with key SaaS and marketing automation platforms like Shopify and Klaviyo.
• Understands how systems talk to each other (API logic, data flow mapping) well enough to diagnose integration issues that block activation.
• Uses AI tools like Claude daily to streamline work, and ideally can help teach the team how to get more from them.
• Expert-level communicator across email, Slack, Confluence, and other async platforms.

Benefits

• Medical, dental, and vision coverage
• Equity in a fast-growing company
• 401(k) plan.
• Flexible PTO and paid holidays
• On-site gym
• Pet-friendly
• Free daily lunch, team off-sites, and happy hours
• Located in the heart of Marina Del Rey, a walkable neighborhood with easy access to shops, restaurants, and the marina

Actual base salary offered will be determined by: experience, skills, and work location. This range is for base salary, our total compensation includes equity and benefits. We welcome you to apply even if your expectations are outside our listed range.

LettrLabs is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

LettrLabs is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures and throughout employment. If you need assistance or any accommodation, please let us know.

LettrLabs does not accept unsolicited resumes from recruiters or employment agencies without a fully executed recruitment agreement in place. In the absence of such agreement, LettrLabs reserves the right to pursue and hire any candidates without an obligation to pay fees. Agencies are requested not to contact LettrLabs hiring managers or employees regarding recruiting services.